System and method for managing a telemarketing campaign

ABSTRACT

A system and a method for managing a solicitation campaign are disclosed. A solicitor provides a solicitation center with pages of personalized script, which are generated using a first script template. The solicitor receives solicitee responses, analyzes the solicitee responses, and determines whether to continue the solicitation campaign using the current script template or using a second script template for subsequent solicitations.

CROSS REFERENCE TO PRIOR APPLICATIONS

This application is a continuation of U.S. application Ser. No.11/329,650, filed Jan. 11, 2006, which is incorporated by reference forall purposes.

BACKGROUND

Technical Field

The present invention is generally related to telemarketing and, moreparticularly, is related to a system and method for selectivelyproviding telemarketers with confidential information.

Background Art

Today many industries including service-provider solicit prospectiveclients, which hereinafter will be referred to as solicitees, usingtelemarketers. Typically, a service-provider will provide a telemarketerwith a list of telephone numbers for solicitees and a “script” for thetelemarketer to follow when soliciting a solicitee. The list is providedto a “dialer,” which calls the telephone numbers in the list, and whenthe call is answered, the dialer transfers the call to an agent of thetelemarketer and may provide the agent with the script. The agent thenreads the script to the solicitee.

In some situations, the service-provider also provides the telemarketerwith data files for the solicitees, and frequently, the data filesinclude private information about the solicitee. Modem dialers areadapted to store the data files and provide the agent with informationfrom the data files. Typically, the information from the data files willbe included in the script read by the agent. For example, a dialer mightcall a telephone number that is associated with a solicitee, a Mr.Smith, and when the call is answered, the dialer may provide the agentwith a script that includes information from Mr. Smith's data file.

Marketing forces push the service-provider into providing the privateinformation to the telemarketer so that the agents can use a“personalized” script. In addition, in some situations, the agentsconfirm the accuracy of the private information. For example, a creditprovider might solicit people that it has “pre-approved”, wherein thepeople are pre-approved subject to confirmation of information that thecredit provider has used to determine that the people have theappropriate credit score. Thus, the credit provider might provide thetelemarketer with private information such as financial information,social security number, etc. of the people it is soliciting so that theprivate information can be verified before the application is submitted.A problem associated with providing the telemarketer with the privateinformation is making certain that the information is kept secure.

In a telemarketing campaign of today, the service-provider or a “scriptdeveloper” develops a script for the telemarketing campaign. The scriptis then provided to a telemarketer, who uses the script to solicitsolicitees. However, the service-provider or “script developer” is notprovided with information that the service-provider or “scriptdeveloper” can use to interpret the success of the script. Thus, anotherproblem with current telemarketing systems is that there is no real-timecontrol of a telemarketing campaign.

Thus, a heretofore unaddressed need exists in the industry to addressthe aforementioned deficiencies and inadequacies.

SUMMARY OF THE INVENTION

Embodiments of the present invention provide a system and a method forselectively providing private information about a solicitee.

Briefly described, in architecture, one embodiment of the system, amongothers, can be implemented as follows. The system includes a firstserver that is in communication with a solicitation center viacommunication link. The first server provides the solicitation centerwith pages of personalized script and receives solicitee responses fromthe solicitation center, wherein the solicitee responses includeresponses by solicitees to a solicitation corresponding to a firstscript template. A second server is configured to receive the soliciteeresponses and analyze the solicitee responses. The second server isfurther configured to determine whether to use a second script templateto generate pages of personalized script based at least in part on theanalysis of the solicitee responses. In response to determining to usethe second script template and in response to subsequent requestsreceived via the communication link, the first server provides thesolicitation center with pages of personalized script that correspond tothe second script template. Alternatively, in response to determiningnot to use the second script template and in response to subsequentrequests received via the communications link, the first server providesthe solicitation center with pages of personalized script thatcorrespond to the first script template.

Embodiments of the present invention can also be viewed as employingprogramming embodied in computer-readable medium. In one embodiment,among others, the computer-readable medium can be broadly summarized asincluding an analyzer module configured to analyze solicitee responses;a selector module configured to select a script template from aplurality of script templates, wherein each script template isidentified by a script template identifier; and a script renderorconfigured to receive the selected script template and use at theselected script template to generate a page of script.

Embodiments of the present invention can also be viewed as providingmethods of selectively providing solicitee data to a telemarketer. Inthis regard, one embodiment of such a method, among others, can bebroadly summarized by the following steps: analyzing soliciteeresponses; selecting a script template from a plurality of scripttemplates, wherein each script template is identified by a scripttemplate identifier; and using at the selected script template togenerate a page of script.

Another embodiment of such a method, among others, can be broadlysummarized by the following steps: receiving solicitee responses via acommunication link, wherein the solicitee responses include responses bysolicitees to a solicitation corresponding to a given script template;analyzing solicitee responses, wherein the solicitee responses arereceived over; determining whether to use a second script template togenerate pages of personalized script based at least in part on theanalysis of the solicitee responses; responsive to determining to usethe second script template, using the second script template in thegeneration of pages of personalized script, wherein the pages ofpersonalized script are generated in response to requests receivedthrough the communication link; and responsive to determining to not usethe second script template, using the first script template in thegeneration of pages of personalized script, wherein the pages ofpersonalized script are generated in response to requests receivedthrough the communication link.

Other systems, methods, features, and advantages of the presentinvention will be or become apparent to one with skill in the art uponexamination of the following drawings and detailed description. It isintended that all such additional systems, methods, features, andadvantages be included within this description, be within the scope ofthe present invention, and be protected by the accompanying claims

BRIEF DESCRIPTION OF THE DRAWINGS

Many aspects of the invention can be better understood with reference tothe following drawings. The components in the drawings are notnecessarily to scale, emphasis instead being placed upon clearlyillustrating the principles of the present invention. Moreover, in thedrawings, like reference numerals designate corresponding partsthroughout the several views.

FIG. 1 is a block diagram of a system for soliciting solicitees.

FIG. 2 is a block diagram of a solicitation center of FIG. 1.

FIG. 3 is a block diagram of a Call-Answered message.

FIG. 4 is a block diagram of a processing center of FIG. 1.

FIG. 5 is a block diagram of a page of script.

FIG. 6 is a block diagram of a solicitee data file.

FIG. 7 is a block diagram of a communication from a solicitation center.

FIG. 8 is a block diagram of a status table.

FIG. 9 is a flow chart for selectively providing a telemarketer withsolicitee data.

FIG. 10 is a flow chart illustrating management of a solicitationcampaign.

FIG. 11 is a block diagram of modules for managing a solicitationcampaign.

FIG. 12 is a block diagram of a solicitation response file.

DETAILED DESCRIPTION

Any process descriptions or blocks in flow charts should be understoodas representing modules, segments, or portions of code which include oneor more executable instructions for implementing specific logicalfunctions or steps in the process, and alternate implementations areincluded within the scope of the preferred embodiment of the presentinvention in which functions may be executed out of order from thatshown or discussed, including substantially concurrently or in reverseorder, depending on the functionality involved, as would be understoodby those reasonably skilled in the art of the present invention.

Referring to FIG. 1, a main office 100 of an entity such as aservice-provider is in communication with a solicitation center 102 viaa network 108. The solicitation center 102 calls individuals,organizations, businesses, etc. on behalf of the service-provider andsolicits the called individuals, organizations, businesses, etc. tobecome clients or service-recipients of the service-provider. Theindividuals, businesses, organizations, etc. are hereinafter referred toas solicitees 106. The solicitation center 102 calls the solicitees 106via a telephone network 104. It should be noted that the intended scopeof the present invention is to include other entities beyondservice-providers and that service-providers are used only for the sakeof clarity. Hereonafter, the term “solicitor” shall be used to describethe entity having the main office 100.

In some embodiments, the solicitor is a provider of credit.Consequently, the solicitation center 102 will gather information fromthe solicitees 106 that the solicitees 106 will want to remainconfidential or private. For example, the private information mightinclude name, address, information related to income and/or wealth,social security number, driver's license number, etc. As will beexplained in detail hereinbelow, private information is selectivelyprovided to the solicitation center 102 on a as-needed basis.

In some embodiments, the solicitation center 102 and solicitorcommunicate over the network 108 employing internet protocols such as,but not limited to, TCP/IP. However, so as to help protect the privacyof solicitees, the network 108 can be a secure network, andconsequently, in some embodiments, the network 108 is a secure networksuch as a Virtual Private Network (VPN). In other embodiments, thesolicitor and the solicitation center 102 are in communication over asecure communication link such as a dedicated link.

The main office 100 of the solicitor may also include a processingcenter 110 and a solicitation center 112. The solicitation center 112and the processing center 110 are in communication via a communicationlink 116, which is typically a secure link such as a dedicatedcommunication link. The solicitation center 112 is also in communicationwith the telephone network 104.

The processing center 110 receives communications from, and providescommunications to, the solicitation center 102 via the network 108, andsimilarly, receives communications from, and provides communications to,the solicitation center 112 via the communication link 116. As will beexplained in detail hereinbelow, the main office 100 of the solicitorprovides the solicitation center 102 and the solicitation with“solicitation files.” The solicitation center 102 and the solicitationcenter 112 use their respective solicitation file to call telephonenumbers of telephones 114 that belonging to or are associated withsolicitees 106. When a telephone 114 is answered, the processing center110 provides the solicitation center that dialed that telephone withinformation regarding the solicitee associated with that telephone.

In some embodiments, the solicitation center 102 and the solicitationcenter 112 may be functionally equivalent. Thus, in some embodiments,the types of information and the manner in which the information isprovided to the solicitation centers 102 and 112 may be very similar orthe same. However, in some embodiments, the solicitation center 112 maybe entrusted with confidential information of solicitees because it maybe owned and/or operated by the solicitor (service-provider).

Furthermore, in some embodiments, the processing center 110 accumulatescampaign statistics from the communications from the solicitationcenters 102 and 112. The processing center 110 is adapted to analyze thecampaign statistics and can be configured to exchange the current scriptfor the campaign for another script, modify the existing script, etc.After the processing center has exchanged/modified/etc. the script for atelemarketing campaign, future pages of script provided to thesolicitation centers 102 and 112 will correspond to the new script.

It is to be understood that in some embodiments, the main office 100does not include a solicitation center 112. Furthermore, in someembodiments, the solicitation center 102 might be owned or operated byor controlled by an entity other than the solicitor. Thus, in someembodiments, the solicitor “out sources” solicitation of solicitees 106to another entity. Furthermore, in some embodiments, the main office 100is remote from the solicitation center 102. For example, the main office100 could be located in Atlanta, Ga., and the solicitation center 102might be located in another state within the United States of America orcould be located in another country.

FIG. 2 illustrates a solicitation center 200, which is exemplary of thesolicitation centers 102 and 112. The solicitation center 200 includesplurality of work stations 202 and an automatic dialer 210. A workstation 202 includes a console 204, an interface 206, a browser 208, anda privacy module 216. The browser 208 displays information on theconsole 204. The interface 206 typically includes a telephone 212 or atelephone head-set and an input device 214 such as a key-board orkey-board and mouse combination. An agent (not shown) uses a workstation to communicate with solicitees 106 and with the processingcenter 110.

In some embodiments, the work station 202 and the processing center 110communicate over network 108. In that case, the privacy module 216 canbe implemented to encrypt and decrypt communications between the workstation 202 and the processing center 110.

Typically, the browser 208 is a standard browser for displaying “webpages” such as, but not limited to, HyperText Markup Language (HTML)and/or Standard Generalized Markup Language (SGML) web pages. Thebrowser receives information from the processing center 110 and displaysthe information on the console 204. If needed, the privacy module 216first decrypts the information, and then the browser 208 displays thedecrypted information. The browser 208 also allows the agent to inputinformation using the input device 214. If needed, the privacy module216 encrypts the inputted information and then encrypted information issent to the processing center 110. For example, in some situations, thebrowser displays confidential information such as the social securitynumber of the solicitee. The agent confirms that the information iscorrect, and then communicates the information back to the processingcenter 110.

Among other things, the automatic dialer 210 includes a solicitationfile 218. The solicitation file 218 includes telephone numbers 220 ofthe telephones 114 of the solicitees 106. For each solicitee 106 thereis a solicitation identifier 222, which is included in the solicitationfile 218 and which is unique to the solicitee 106. The solicitationidentifier 222 for a particular solicitee 106 is associated with thetelephone number 220 of that particular solicitee 106. Thus, forexample, a first solicitee has a telephone number of “770 555 1110” anda solicitation identifier of “1”, and a second solicitee has a telephonenumber of “770 555 1111” and a solicitation identifier of “2”. In somesituations a solicitee might have more than one telephone number, andconsequently, in some embodiments, the solicitation file 218 may includemultiple telephone numbers 220 for a given solicitee 106 and each ofthose telephone numbers will be associated with the same solicitationidentifier 222 for that given solicitee. In other embodiments, each ofthe telephone numbers for a given solicitee, who has more than onetelephone number, will be associated with a unique solicitationidentifier. It should be noted that in some embodiments, thesolicitation identifier 222 is the telephone number 220.

In some embodiments, the solicitation file 218 also includes scriptidentifiers 224. Typically, the script identifiers 224 are associatedwith telephone numbers 220. Thus, for example, the solicitee 106 havingthe telephone number “770 555 1110” will hear an agent read a particularscript that is associated with the script identifier 224 having thevalue of “1”. Whereas, the solicitees 106 having the telephone numbers“770 555 1110”, “770 555 1111”, “404 555 1110” and “714 555 1110” willhear the agent read a second particular script that is associated withthe script identifier 224 having the value of “2”. As will be explainedin detail hereinbelow, the script that a solicitee hears includes both“personalized information” that is specific to the solicitee and genericinformation that is included in all scripts having the same scriptidentifier. Furthermore, it should be noted that in some embodiments,the solicitation file 218 includes a single script identifier, and everysolicitee 106 hears the same script, except for “personalizedinformation.”

The automatic dialer 210 calls the telephone numbers 220 in thesolicitation file 218. When one of the called telephones 114 isanswered, the automatic dialer transfers the telephone call to aworkstation 202 and sends a Call-Answered message 300 to the processingcenter 110, which is illustrated in FIG. 3. Among other things, theCall-Answered message 300 includes multiple fields 302, 304, and 306 forcarrying information. The field 302, solicitation identifier field,carries the solicitation identifier 222. The field 304, scriptidentifier field, carries the script identifier 224, and the field 306,agent identifier field, carries an agent identifier that is associatedwith the agent to whom the call has been transferred. The agentidentifier might be the telephone number of the work station 202 wherethe agent is working or some other type of identifier. The fields 302,304, and 306 are merely exemplary and are intended as non-limitingexamples of the information carried in a Call-Answered message. In someembodiments, the Call-Answered message 300 might include fewer, the samenumber, or more fields.

It should be noted that in one embodiment, the browser 208 receives apage of script only after the dialer 210 has sent the Call-Answeredmessage 300. Consequently, the solicitation center 200 receives privateinformation regarding solicitees on a as-needed basis. If the telephonecall from the dialer 210 to the telephone 114 is unanswered, then thesolicitation center 200 has no need for the private information of thecalled solicitee, and consequently, the solicitation center does notreceive the private information of the called solicitee, i.e., thesolicitee's private information is not received at the solicitationcenter until after the solicitee has answered his or her telephone.Furthermore, in some embodiments, private information received from theprocessing center 110 is not stored in a permanent memory located at thesolicitation center 200. In one preferred embodiment, when a page ofscript received by the browser 208, the page is buffered in a memory(not shown) and the page is overwritten in the memory by a subsequentpage. Thus, private information regarding called solicitees in notpermanently stored at the solicitation center 200.

FIG. 4 illustrates the processing center 110. The processing center 110includes a script server 402, a script generator 404, and a applicationprocessor 406. Typically, the script server 402, script generator 404,and application processor 406 are tiered with the script server 402being the outermost tier and the application processor being theinnermost tier. In that case, the script server 402 is the onlycomponent that is accessible from outside of the processing center 110,and the application processor 406 is not directly accessible by thescript server 402 because the script generator 404 is interposing thescript server 402 and the application processor 406.

The application processor 406 includes solicitee data files 412 andstatus tables 414. In some embodiments, the application processor 406also includes a campaign controller module 416. The campaign controllermodule 416 includes logic for, among other things, analyzing theeffectiveness of a script. In one embodiment, the campaign controllermodule 416 is configured to select a given script template and providethe selected script template to the script generator. Each of thesolicitee data files 412 include data about one solicitee. The statusfile 414 includes the current status of solicitee's, e.g., whether asolicitee has accepted or declined an offer.

The script server 402 includes a privacy module 408, which is similar toor the same as the privacy module 216. In some situations, some of theinformation passed between the script server 402 and the work station202 is private information. Thus, in some embodiments, privateinformation that is passed between the script server 402 and workstation 202 is encrypted/decrypted by the privacy module 408.Furthermore, the script server 402 is configured to allow agents at thework stations 202 to log into the script server 402 and deny access tothose who cannot properly log into the script server 402.

Among other things, the script server 402 provides the work stations 202with information that the browser 208 displays on the console 204.Typically, the script server 402 is configured as a web server and theinformation passed to the work station 202 is carried in the form of a“web page.” The script server 402 can also be configured to provide thedialer 210 with the solicitation file 218.

Typically, the script server 402 receives the Call-Answered message 300from the automatic dialer 210, parses information from the Call-Answeredmessage 300, and provides the script generator 404 with at least some ofthe information included in the Call-Answered message 300. Responsive toproviding the script generator 404 with information included in theCall-Answered message 300, the script server 402 receives a page ofscript, which is normally in the form of a web page, from the scriptgenerator 404, and provides the browser 208 with the page of script. Thescript server 402 is also adapted to receive information “communicated”from the browser 208.

In one embodiment, the text of the script is displayed by the browser,and the agent reads the text of the script and confirms the accuracy ofinformation included in the text. If necessary, the agent uses thebrowser 208 to change information that is included in the page ofscript. Once the agent has confirmed the accuracy of the informationcontained in the page of script and/or corrected erroneous information,the agent clicks enter, and the confirmed/updated information is“communicated” to the script generator. Typically, the “communicated”information includes an identifier such as the solicitation identifier222. The script server 402 provides the script generator 404 with thecommunicated information.

The script generator 404 provides the script server 402 with theinformation that is provided to the work station 202. Typically, thescript generator 404 is configured as an application server that cangenerate web pages. The script generator 404 includes multiple scripttemplates 410. The script generator 404 uses a script template 410 andinformation from the application processor 406 to generate a script,which is normally carried in a web page. The script is then provided tothe script server 402, which then provides the script to a work station.

The script template 410 includes the script identifier 224, whichidentifies the script template 410. In some embodiments, the scripttemplate 410 might also include other identifiers such as asolicitation-campaign identifier (not shown) and/or version identifier(not shown). In some situations, the solicitor might be running severalconcurrent solicitation campaigns, and in that case, the scripttemplates might include the campaign identifier. As those skilled in theart will recognize, if a version identifier and/or solicitation-campaignidentifier are used to help identify a particular script template, thenthe solicitation file 218 can also include the appropriate informationas can the Call-Answered message 300. In other words, in someembodiments, the script identifier 224 includes a solicitation-campaignidentifier and/or a version number. In other embodiments, the processingcenter includes a script look-up table for identifying a scripttemplate, wherein script templates are associated with solicitationidentifiers.

The script template 410 also includes code or macros or scripts or otherprogramming for creating hyper-links, buttons, pull-down tabs, etc.Thus, when the script generator 404 generates a page of script, the pagemay include hyper-links, buttons, pull-down tabs, etc.

Typically, the script generator 404 receives from the script server 402the script identifier 224 and the solicitation identifier 222 that wereincluded in Call-Answered message 300. The script generator 404 uses thescript identifier for, among other things, identifying a particularscript template 410 and uses the solicitation identifier 222 forretrieving a particular solicitee data file 412 from the applicationprocessor 406. The script generator 404 uses information from theretrieved solicitee data file 412 to populate fields in the particularscript template so as to generate a script, or a page of script, whichis typically in the form of a web page. The script generator 404 thenprovides the script to the script server 402, which then provides thescript to the browser 208.

Typically, the script generator 404 provides the script server 402 withmultiple pages of script. The script generator 404 provides the firstpage of script in response to receiving information contained in theCall-Answered message 300. In one embodiment, subsequent pages of scriptare generated in response to receiving “communicated” information fromthe browser 208. Upon receiving the “communicated” information, thescript generator 404 updates, if necessary, the solicitee data file 412.

FIG. 5 illustrates a page 500 of an exemplary script. The page 500includes text 501 that is comprised of generic text 502 and multiplefields 504, 506, and 508. The fields are populated by the scriptgenerator 404 using information from the service-recipient datainformation 412 retrieved from the application processor 406. Thus, thefields are populated with specific information that is generally relatedto the solicitee such that the fields carry “personalized information”.For example, field 504 carries a title such as “Mister,” “Miss,”“Misses,” “Doctor,” etc. of the solicitee; field 506 is populated withthe name of the solicitee, and field 508 is populated with the socialsecurity number of the solicitee. Typically, the fields 504, 506, and508 are editable by the agent using the browser 208. In other words, theagent can use the input device 214 to add, change, delete informationcarried in the fields. In some situations, when a page is generated bythe script generator 404, the page may include blank fields that do notcarry any initial information, and the agent then collects informationfrom the solicitee and puts that information into one or more of theblank fields. Thus, an agent can confirm the accuracy of the informationcarried in the fields by conversing with the solicitee and collect newinformation.

The page 500 also a button 510, a button 512, and a button 514. Thebutton 512 is a “Decline” button. If at any time during thesolicitation, the solicitee decides that he does not want the goods orservice of the solicitation, or he/she hangs-up, or otherwise terminatesthe telephone call with the agent, the agent may “click” on the“Decline” button 512. Similarly, the button 514 is a “Call Back” button.If the solicitee requests that the agent call-back at another time, theagent clicks on the “Call Back” button 514. The button 510 is an “Enter”button.

It should be realized that during a solicitation of a given solicitee,an agent may read multiple pages of script to the given solicitee. Thus,in some situations, information, which includes gathered information andconfirmed information, is communicated from the solicitation center tothe processing center on a “page-by-page” basis each time the agentclicks on one of the buttons 510, 512, 514. In other words, when anagent has finished with a current page of script, the agent requestsanother page by clicking on the appropriate button (510, 512, 514) andinformation included in the current page is communicated to theprocessing center 110. Typically, the communicated information includesan identifier for associating the communicated information to a specificsolicitee so that, among other things, the solicitee data file 412 forthe specific solicitee is updated. Communicated information is also usedto update other files and tables such as the status table 414.

In some embodiments, information regarding a specific solicitee may becommunicated from the solicitation center to the processing center atthe end of the solicitation of the specific solicitee. Furthermore, inother embodiments, the solicitation center may collect informationregarding multiple solicitees and then communicate the collectedinformation at one time. Thus, the invention is not limited tocommunicating information on a “page-by-page” basis.

Referring to FIG. 6, the solicitee data file 412 includes solicitorinformation 602 and recipient information 604. The solicitor information602 includes multiple fields 606 and 608. Typically, field 606 is asolicitation identifier filed for carrying the solicitation identifier222, and field 608 is a status field for carrying the current statusclassification. Non-limiting examples of status classification include“Not Yet Called”, “No Answer”, “Accepted”, “Declined”, “Requested CallBack.” In one embodiment, the status classification is updated by thescript generator 404 at the end of a solicitation with a solicitee.Thus, if the solicitee accepts the service, then when the agent clicksthe enter button 510 on the last page of the script, the statusclassification is updated to “Accepted”. Whereas, if the agent hasclicked on the “Decline” button 512 or “Call Back” button 514, then thestatus classification is updated to “Declined” or “Requested Call Back,”respectively. Typically, the status classification is initially set to“Not Yet Called” when the solicitee data file is created. In otherembodiments, the status file might not be empty when a telemarketingcampaign is initiated, and as solicitee responses (accepted or declined)are received, the status file is updated to include the solicitationidentifier for a contacted solicitee and the solicitee's response.

In some embodiments, the solicitee data file 412 includes a scriptidentifier field 610 for carrying the script identifier 224. Thus, inthis embodiment, the solicitation file 218 does not have to include thescript identifier because the script generator 404 can determine thescript identifier 224 from the script identifier field 610.

The recipient information 604 includes multiple fields 612, 614, 616,618, and 620 for carrying personal information about the solicitee. Forexample, fields 612 and 614 carry the “title”—Mr., Mrs., Dr., Ms,etc.—and the name of the solicitee. Fields 616 and 618 may carry thetelephone number and the social security number of the solicitee,respectively, and field 620 may carry the address of the solicitee. Itshould be noted that the fields 606-620 are merely representative of thetype of fields that could be included in a solicitee data file 412 andthat they are provided as a non-limiting example of possible fields.

In some embodiments, the dialer 210 sends a progress report to theprocessing center 110. The progress report may include the solicitationidentifiers 222 associated with telephones that have not yet been calledand/or may include solicitation identifiers 222 associated withtelephones that have been called but not answered and/or may includesolicitation identifiers 222 associated with telephones that have beencalled and answered. Typically, telephones that have not yet been calledhave a first flag associated with them, called but unanswered telephonesmay have a second flag associated with them, and called and answeredtelephones may have a third flag associated with them. The scriptgenerator 404 may use the progress report to update the respectivesolicitee data files 412 and the status table 414.

FIG. 7 illustrates a communication 700 from one of the solicitationcenters to the processing the center. It should be noted that theillustrated communication 700 is merely exemplary and othercommunications could carry other information such as the scriptidentifier 224. In some embodiments, the communication 700 is generatedby the browser 208, but in yet other embodiments, the communication 700is generated by a communication module (not shown). Furthermore, in someembodiments, the communication 700 is processed by the privacy module216 before being transmitted to the processing center and processed bythe privacy module 308 at the processing center.

The communication 700 includes an identifier 702. Typically, theidentifier 702 is a solicitation identifier 222. The processing centeruses the identifier 702 to, among other things, identify a soliciteedata file 412 and to update system files and tables. The communication700 also includes solicitee data 704. The solicitee data 704 isinformation that has been gathered and/or confirmed by an agent. Usingthe identifier 702, a specific solicitee data file 412 is updated tocorrespond to the solicitee data 704. The communication 700 can alsoinclude a solicitee response indicator 706. The solicitee responseindicator 706 generally indicates whether the solicitee has accepted ordeclined the solicitation. However, the solicitee response indicator 706can also carry other information such as a request that the solicitee becontacted at a later date, i.e., call back later.

It should be noted that in some embodiments, the processing center 110can determine whether or not a solicitee has accepted or declined asolicitation even when the communications 700 from the solicitationcenters do not include a solicitee response indicator. For example, insome situations, the pages of script that are read to a soliciteecomprise an application such as, but not limited to, a creditapplication, service application, etc. The process for approving theapplication can be configured such that unless the solicitee mustprovide a complete application. Thus, unless the agent communicates allof the applicant's information to the processing center, the solicitee'sapplication is incomplete, and an incomplete application may be definedas a rejection of the solicitation. Thus, in one embodiment, theapplication processor 406 includes checks to see if the communicationsfrom an agent comprises a complete application, and if so, theapplication processor determines that the solicitee has accepted anoffer, and if not, the application processor determines that thesolicitee has declined an offer.

An exemplary status table 414 is illustrated in FIG. 8. The status table414 includes columns 802, 804, and 806. Listed in column 802 aresolicitation identifiers 222. Listed in column 804 is the current statusclassification associated with the solicitation identifiers. Thus, theservice-recipient associated with the solicitation identifier 222 havingthe value of “1” has accepted the service, and the service-recipientassociated with solicitation identifier having the value of “2” hasdeclined to accept the service, and so on. The column 806 lists thescript identifiers that are associated with each of the solicitationidentifiers. The script identifier associated with a given solicitationidentifier identifies the script template that corresponds to the scriptread to the solicitee associated with the given solicitee. Again, itshould be remembered that the script template identifier can be used toa solicitation campaign, a script template, and a version number or anycombination thereof. For example, a script identifier that identifiescampaign, script, and version could have the format of “xxx.yyyy.zzz”,where “xxx” is used to identify a solicitation campaign, “yyy” is usedto identify a script template, and “zzz” is used to identify a versionof the script template.

The status table 414 is used in managing solicitation campaigns. In oneembodiment, the script generator 404 uses the status table 414 inpreparing a new solicitation file 218. For example, when the scriptgenerator 404 prepares a new solicitation file 218, the script generator404 does not include the solicitation identifiers and the associatedtelephone numbers for service-recipients that have either alreadyaccepted or declined the service or goods that is being marketed in thecampaign. Thus, solicitees who have already accepted or declined thesolicitation will not be called again when the new solicitation file isused to call solicitees.

FIG. 9 is an exemplary flow chart of steps taken at the processingcenter 110. In step 902, the processing center provides the solicitationcenter 200 with the solicitation file 218. At the solicitation center200, the dialer 210 uses the solicitation file 218 to call thetelephones 114 of solicitees 106. When a telephone call is answered, thedialer 210 transfers the call to the work station 202 of an availableagent and sends a Call-Answered message 300 to the processing center110.

In step 904, the processing center receives the Call-Answered message300, which includes the solicitation identifier 222. In step 906, theprocessing center retrieves data from the application processor 406.Typically, the retrieved data is information that is included in thesolicitee data file 412 associated with the received solicitationidentifier.

In step 908, the processing center generates a page of script using atleast a portion of the retrieved data. Typically, the page of script isembodied in a “web page”. Next, the processing center provides the pageof script to the solicitation center. At the solicitation center, thetext of the page of script is provided to the agent, and the agent readsthe text of the page of script to the called solicitee.

In step 912, the processing center receives information from thesolicitation center. Typically, the received information is informationthat was already included in the previously provided page of script oris updated information, i.e., changes to the information that wasincluded in the previously provided page of script, or is newinformation that the agent has collected. The received information mayalso include an indicator that the solicitee has declined thesolicitation or has requested that the agent call-back at a later time.Based upon the received information, the solicitee data file 412 may beupdated as needed.

In step 914, a determination is made on whether another page of scriptis needed. Typically, a single solicitation session involves the agentreading the text from multiple pages of script, and typically, thescript generator 404 can determine the whether a page is the “last” pageusing information in the script template 410. Thus, if the “last” pageof script has not been generated by the script generator 404 and anotherpage is needed, then the process continues at step 908. Typically, aflag is set when the script generator 404 generates the last page ofscript so that the determination can made regarding whether there aremore pages of script needed. It should be noted that no further pagesare need if the solicitee has declined the solicitation or requested acall-back. In that case, the process ends at step 918.

When the last page of script has already been provided and the soliciteehas not declined the solicitation or has not requested a call-back, thenprocess continues at step 916. In step 916, the received information isprocessed. Typically, processing the received information includesdetermining whether to approve the solicitee based at least upon thereceived information. Thus, in some situations, the solicitor mightdecide not to provide the solicitee with a goods or service based uponupdated information.

FIG. 10 is an exemplary flow chart of steps for managing a telemarketingcampaign. The steps illustrated in FIG. 10 can be performed by one ormore of the components of the processing center 110.

In step 1002, a telemarketing campaign is initiated. A script templatefor the campaign is developed and a solicitation file for the campaignis generated.

In step 1004, the solicitation file for the campaign is provided tosolicitation centers. The solicitation centers use the solicitation fileto contact solicitees.

In step 1006, solicitee responses are received at the processing center.In some embodiments, a communication from a solicitation center to theprocessing center might include a solicitee response indicator, whichindicates whether the solicitee associated with the communication hasaccepted or declined an offer related to the solicitation. In otherembodiments, the processing center can determine whether solicitee hasaccepted or declined the offer by determining whether the communicationsfor a solicitee's application are complete.

In step 1008, the processing center analyzes the solicitee responses to,among other things, determine whether the current script template forthe solicitation campaign is successful. The analysis of the soliciteeresponses can include, among other things, the acceptance rate, i.e.,the number of solicitees who have accepted divided by the number ofsolicitees who been contacted. Other statistical quantities can also beused to determine whether the current script template is successful. Insome embodiments, an operator at the processing center is provided withresults from analysis of the solicitee responses, and the operator candetermine whether the current script template is successful. In otherembodiments, the application processor or another component of theprocessing center can be configured to analyze the solicitee responsesand determine whether the current script template is successful. If thecurrent script template for the solicitation campaign is successful,then the process continues at step 1012. On the other hand, if thecurrent script template is determined to be unsuccessful, then theprocess continues at step 1010.

In step 1010, a new script template for the solicitation campaign isselected. In one embodiment, the new script template is selected by anoperator of the processing center. However, in other embodiments, thenew script template is selected by a component of the processing center.Once the new script template is selected, it will be used to providepages of script to the solicitation centers for subsequentsolicitations.

In step 1012, the processing center determines whether the currentsolicitation campaign has ended. If the campaign has not ended, then theprocess reverts back to step 1006.

It should be noted that in some embodiments, the processing center mightinitiate a solicitation campaign using more than one script template. Inthat case, a first solicitee receives a solicitation corresponding to afirst script template having a first script template identifier, asecond solicitee receives a solicitation corresponding to a secondscript template having a second script template identifier, and so on.The solicitee responses for the solicitees are associated with scripttemplate identifier that corresponds their respective solicitations. Instep 1008, the acceptance rates for the various scripts, and otherfactors, can be used to determine which script template is the mostsuccessful. And then, in step 1010, the most successful script templateis then selected.

FIG. 11 illustrates another embodiment of the processing center 110 inwhich selected modules are illustrate. It is to be understood that theprocessing center 110 might include fewer or more module and that themodules can be distributed among one or more components of theprocessing center. A communication module 1102 receives communicationsfrom the solicitation centers and provides the solicitation center with,among other things, pages of script and solicitation files.

An updater module 1104 receives the communications from thecommunication module. The update module reads the communications andupdates various files and tables. For example, the updater module canupdate solicitee data files 412, status table 414, and a solicitationresponse file 1200, which is illustrated in FIG. 12. The solicitationresponse file 1200 includes a column of script template identifiers1202, a column of accumulated offer-acceptance 1204 and column ofoffer-rejection 1206. A script template identifier 1202 uniquelyidentifies a script template 410. The value of the script templateidentifier 1202 generally corresponds to the script identifier 224. Theupdater module 1104 reads communications from the solicitation centersand determines whether a solicitee has accepted or rejected thesolicitation. When a solicitee has accepted a solicitation, the updatermodules determines the script template 410 that corresponds to thescript read to the solicitee and updates the accumulatedoffer-acceptance for the script template identifier 1202 associated withthat script template and updates the offer-rejection 1206 when thesolicitee declines the offer. Typically, the updater module candetermine the script template identifier 1202 from the communications700, which can carry the script identifier 224.

However, in some embodiments, the communications 700 might not includethe script identifier 224. In that case, the application processor mayinclude a file that associates solicitation identifiers 222 with scripttemplate identifiers 1202. The updater module 1104 can use the fileassociating solicitation identifiers with script template identifiers1202 to determine the script template identifier that corresponds to ascript heard by a solicitee.

An analyzer module 1106 includes statistical analysis modules/routinesand applies statistical analysis on the solicitation response file 1200.Among other things, the analyzer module 1106 is configured to determineacceptance rates for each of the scripts, determine whether a givenacceptance rate meets or exceeds a threshold value, and statisticallycompares solicitation responses for different scripts.

It should be noted that in some embodiments, the analyzer module 1106 isconfigured to mine various files and tables to determine, among otherthings, accumulated acceptances and accumulated rejections for scripts.For example, in one embodiment, the status file 414 also associates ascript identifier for each solicitation identifier. The analyzer module1106 can use the status file 414 to accumulate acceptances andrejections for the various scripts.

A selector module 1108 receives statistical analysis results from theanalyzer module 1106. In one embodiment, the selector module isconfigured to automatically select a script template 410 for thegeneration of subsequent pages of script. The selector module can selecta new script or the current script. In some embodiments, the selectormodule can select a script based upon, among other things, acceptancerate. If the acceptance rate is below a predefined value, then theselector module might select another script template. And if a giveninterval of time, the new script template does not have a desiredacceptance rate, then the selector module might select yet anotherscript template. The selector module can also select a script templatethat has had the highest acceptance rate to date for the currentsolicitation campaign.

In yet another embodiment, the selector module 1108 is configured toprovide a user interface (not shown) to an operator of the processingcenter. The selector module 1108 is configured to provide the user withstatistical results determined by the analyzer module 1106. The operatormight then use the user interface to select a new script template byproviding a template selection input to the selector module 1108. Theselector module 1108 will then employ the operator provided templateselection input to select a script template and provide the selectedscript template to a script renderor module 1110.

The script renderor module 1110 receives the selected script templateand uses the selected script template for the generation of subsequentpages of script. It should be noted that in one embodiment, the scriptrenderor module 1110 is configured not switch script templates during asolicitation session. Thus, if an agent starts a solicitation sessionusing pages of script from a first script template, the agent willcontinue to receive pages of script generated using the first scripttemplate even if the script renderor module 1110 has been provided witha new script template.

The modules such as, but not limited to, updater module 1104, theanalyzer module 1106, and the selector module 1108 comprise one or moreordered listings of executable instructions for implementing logicalfunctions, which can be embodied in any computer-readable medium for useby or in connection with an instruction execution system, apparatus, ordevice, such as a computer-based system, processor-containing system, orother system that can fetch the instructions from the instructionexecution system, apparatus, or device and execute the instructions. Inthe context of this document, a “computer-readable medium” can be anymeans that can contain, store, communicate, propagate, or transport theprogram for use by or in connection with the instruction executionsystem, apparatus, or device. The computer readable medium can be, forexample but not limited to, an electronic, magnetic, optical,electromagnetic, infrared, or semiconductor system, apparatus, device,or propagation medium. More specific examples (a nonexhaustive list) ofthe computer-readable medium would include the following: an electricalconnection (electronic) having one or more wires, a portable computerdiskette (magnetic), a random access memory (RAM) (electronic), aread-only memory (ROM) (electronic), an erasable programmable read-onlymemory (EPROM or Flash memory) (electronic), an optical fiber (optical),and a portable compact disc read-only memory (CDROM) (optical). Notethat the computer-readable medium could even be paper or anothersuitable medium upon which the program is printed, as the program can beelectronically captured, via for instance optical scanning of the paperor other medium, then compiled, interpreted or otherwise processed in asuitable manner if necessary, and then stored in a computer memory. Inaddition, the scope of an embodiment of the present invention includesembodying the functionality of the preferred embodiments of the presentinvention in logic embodied in hardware or software-configured mediums.

It should be emphasized that the above-described embodiments of thepresent invention, particularly, any “preferred” embodiments, are merelypossible examples of implementations, merely set forth for a clearunderstanding of the principles of the invention. Many variations andmodifications may be made to the above-described embodiment(s) of theinvention without departing substantially from the spirit and principlesof the invention. All such modifications and variations are intended tobe included herein within the scope of this disclosure and the presentinvention and protected by the following claims.

What is claimed is:
 1. A method of managing a telemarketing campaign,the method comprising: receiving, at a work station located at one ormore solicitation centers, solicitee responses via a communication link,the solicitee responses comprising responses by solicitees to asolicitation corresponding to a given script template; analyzing, at aprocessor located at a main office, separated from the one or moresolicitation centers by the communication link, the solicitee responses;determining, with the processor, whether to use a second script templateto generate pages of a personalized script based at least in part uponthe analyzing the solicitee responses; in response to the determining,one of: using, by the processor, the second script template in thegeneration of the pages of the personalized script, wherein the pages ofthe personalized script are generated in response to requests receivedthrough the communication link; or not using, by the processor, thesecond script template and instead using a first script template in thegeneration of the pages of the personalized script, wherein the pages ofthe personalizes script are generated in response to the requestsreceived through the communication link; and buffering the pages of thepersonalized script in a memory of the processor, and, overwriting, bythe processor, a page of the personalized script at the work stationwith a subsequent page of the personalized script, the bufferingoccurring while the page is being completed at the work station, and theoverwriting occurring only after the page has been completed at theworkstation.
 2. The method of claim 1, the communication link comprisinga secure communication link.
 3. The method of claim 1, the communicationlink comprising a virtual private network.
 4. The method of claim 1,further comprising: updating, by the processor, the first scripttemplate based on an analysis of the solicitee responses; and providing,by the processor, an updated first script template to the work stations.5. The method of claim 1, further comprising: providing, by theprocessor, statistical information related to an analysis of thesolicitee responses; receiving, at the processor, template selectioninput; and using the template selection input in the determining.
 6. Themethod of claim 1, further comprising: identifying the first scripttemplate with a first script identifier; identifying the second scripttemplate with a second script identifier; associating soliciteeresponses with the first script template identifier; and responsive todetermining whether to present the first script template or the secondscript template, using the second script template identifier to retrievethe second script template from a database.
 7. The method of claim 6,further comprising determining the first script identifier by using alook-up table.
 8. The method of claim 6, further comprising determiningthe first script identifier from a communication received via thecommunication link.
 9. A computer program, embodied in a non-transitorycomputer readable medium and executable by a processor remotely locatedat a main processing center from one or more solicitation centers, formanaging a telemarketing campaign from a main processing center with oneor more remotely located solicitation centers via a network, thecomputer program comprising: an analyzer module, located at the mainprocessing center, that analyzes solicitee responses; a selector module,located at the main processing center, that selects a script templatefrom a plurality of script templates, each script template identified bya script template identifier; and a script renderor, located at the oneor more solicitation centers, that receives the selected script templateand uses the selected script template to generate the first page and thesecond page of script; the computer program to buffer pages of apersonalized script in a memory at the main processing center until thefirst page is completed at the one or more solicitation centers, and, inresponse to the first page being completed at the one or moresolicitation centers, overwriting the first page with the second page.10. The computer program of claim 9, wherein: the communication modulefurther receives communications over a network, each communicationincluding a solicitee response indicator, wherein for a givencommunication the solicitee response indicator therein indicates whethera given solicitee has responded to a given solicitation by accepting orrejecting an offer, wherein the given solicitation is related to a givenscript template of the plurality of script templates; and the computerprogram further comprises an updating module that updates a solicitationresponse table, wherein the solicitation response table comprises ascript template identifier having accumulated solicitee responsesassociated therewith, wherein responsive to the communication modulereceiving the given communication, the updating module uses thesolicitee response indicator that is included therein to update theaccumulated solicitee response associated with the given scripttemplate; and wherein the analyzer module further determines statisticsrelated to accumulated solicitee responses for multiple scriptidentifiers.
 11. The computer program of claim 10, further comprising: auser interface module that receives statistical information from theanalyzer module, provides a user with the statistical information, andreceives template selection input from the user; and wherein theselector module employs the user supplied template selection input inthe selection of the script template.
 12. The computer program of claim10, wherein the selector module receives statistical information fromthe analyzer module, and wherein the selector module employs thestatistical information in the selection of the script template.
 13. Thecomputer program of claim 10, wherein the given communication includes agiven script identifier, and wherein the updater module uses the givenscript identifier of the given communication to determine a given scripttemplate identifier and update the accumulated solicitee responseassociated with the given script template identifier in accordance tothe solicitee response indicator of the given communication.
 14. Thecomputer program of claim 13, wherein the given communication includes asolicitation identifier, and wherein the updater module uses thesolicitation identifier to determine a particular script templateidentifier.